Issue with support

[ameIia]

Hello @Samm,

i messaged support about a specific player who had been saying transphobic things along with lying to a very high extent, on a personal level. I don’t need to get into more details as in sure you can see my support ticket.

I feel as if the support’s responses are always so robotic and half the time doesn’t make sense with the context of the ticket. I feel very unsafe with this player in game and support say they will look into it (two days ago) and just today I still see him talking.

maybe it’s just me, but I do not want to continue playing this game if he can still talk with people and treat him like he’s a perfect angel while I had to deal with what he did.

I know it sounds like I’m begging for a ban which im not, but I just do not feel comfortable anymore, and he has been blocked for over a week now.

I would appreciate any kind of response. hopefully by a person… and just help me figure out why this player seems to be unpunished

[Pipsqueak]

@ameIia

I feel as if the support’s responses are always so robotic and half the time doesn’t make sense with the context of the ticket.

Agree with this from my experience, it often seems to take a few attempts to get someone to review it beyond picking from a list of prewritten responses.

I reported a player in a PVP league for using an inappropriate name this morning, and this was the resulting conversation:

Make of that what you will but it left me somewhat confused and dissatisfied and as expected, the player’s name remains unchanged

[ameIia]

Then thats a huge problem on Perblues part. the user I reported had done some pretty bad stuff towards me and another member of the guild. and support said they’d look into it, two days ago…

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as for the player you reported, he’s actually in my guild never really spelled out the name until now. if nothing happens I’ll message him directly asking to change it haha.

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@Samm , if you could help us with this issue that’s be great.

[ameIia]

okay even later into the day he is saying in vip I’m not the victim in the situation (in the support ticket) please @samm, I do genuinely think this is getting ridiculous.

[Kira]

You could try to ask them to make a custom written message to you about player creep, unless the last message was that.

But yeah, the Support Staff is at times not that easy to work with for us players when it comes to issues.
.

But yeah, sad to hear that you are in such a situation Amelia :-(.

Might be an idea to switch server as then they are unlikely to follow you. Doesn’t mean that they aren’t potential creeps in the other servers, but yeah cool help.

Though, if you have actually played for years and are on Server 1 especially I understand if you don’t want to switch server.
You can block them and that makes it so that you don’t see their messages, which I imagine should help you likely if you haven’t already blocked them.

Hope it goes well for you at least Amelia :-).

[ameIia]

I am already playing on server 1 :\ and have over 6.5b power. i have already blocked him but when everyone on the server already likes the player you know when they are there. and since he didn’t block me he talks about me behind my back.

[Kira]

Ah I see and yeah, an unfortunate and difficult situation.

Hopefully Samm can help you :-).

[Samm]

This is definitely NOT how cases like that should be handled, and I sincerely apologize. I’ve talked with the rest of the team about this matter already and explained the correct course of action for future reports (and took care of the name issue, too).

[Pipsqueak]

Thank you it was clearly just a misunderstanding of my comments, my concern was just that this sort of misunderstanding / misinterpretation of the ticket is relatively common, and that in this case I could clearly see that no action had been taken over a pretty undisputable claim. It’s sorted now

[Samm]

Hi @ameIia! I’m sorry to hear about your disappointment regarding how your report was handled. We will often use copy/paste responses to save time when replying because of the volume of tickets received. This should not mean that steps aren’t taken to address concerns, though. I will dig out your ticket and look into this myself.

[ameIia]

@Samm

(and took care of the name issue, too).

could you also take care of his previous name? I won’t say it cause it’s far more inappropriate than the other one… but you can still see it when you click his icon

@Samm

We will often use copy/paste responses to save time when replying because of the volume of tickets received.

that totally makes sense! I understand it’s a lot easier then typing every single word everytime but it definitely leads to some confusion. especially when for some reason my previous ticket was still open and they read that as well.

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Though I will say I am still upset with how my ticket ended. I get that you can’t just ban people randomly but this person has done some pretty horrible stuff. he’s talked behind my back multiple times and continues lying. I understand if you can’t do anything if most of the things that happened were off this game and on various different places it’s still an issue that’s out of my hands.

and the warning though I think is justified (though I’m unsure why you are reading messages not related to my ticket whatsoever) it’s still upsetting if you didn’t give him any type of warning.

i genuinely have no way to avoid this problem apart from stop playing the game, which I really don’t want to do as I’ve played this game for years and love it. but I’m being forced to be mutual (even if I still have them blocked) with someone who has been openly transphobic towards me.

thanks for getting back to me though, I just wish there was more you could do.

[Marshy16]

Sorry to hear that Amelia